Dynamics Support and Implementation EngineerAvalara

THIS JOB HAS EXPIRED

Job Description:
The Product Support Specialist 3 is responsible for acting as Subject Matter Expert to provide an in-depth level of support to our customer base and to various departments within Avalara for specified software and Software-as-a-Service products. This involves taking customer phone calls, responding to customer emails and chats in a timely manner as well as participating in product management meetings. He/she will also be the first point of escalation for issues outside of the knowledge of other Product Specialists. He/she will be required to document each customer contact, troubleshoot technical issues, escalate if needed, and manage issues through to resolution for our customers to ensure a high level of satisfaction. He/she will be expected to live our cult of the customer philosophy and will be held accountable for increasing the overall satisfaction of our customer base through assisting in the creation and implementation of customer centric processes and workflow, performing to prescribed metrics goals, and contributing to an environment of accountability, growth, and positive employee morale.

Job Duties:

Monitor and respond to phone, email, chat or web cases for new and existing customer reported issues
Monitor Support IM to provide assistance to or accept escalations from other Support Specialists as needed
Identify, recreate, research, and resolve highly complex product issues
Manage case load appropriately to maintain a high level of customer satisfaction through professional communication and consistent and timely follow up
Escalate issues when required
Respond to after-hours support requests as needed
Participate in product triage meetings to monitor escalated cases/dev tickets for assigned products, escalating to management as needed to ensure timely progress
Provide implementation and upgrade support to new and existing customers
Participate in UAT testing on internal and partner product updates and report any issues to Support Management and Avalara Product Management
Help to maintain a library of product specific Virtual Machines to be used by support and other internal stakeholders
Provide input to Product Management regarding product enhancements
Demonstrate product functions and features to internal and external customers either in person or remotely
Acts as a primary contributor to knowledge base, product documentation and videos, and other customer and employee training resources
Participate in team meetings and training
Take ownership of personal metrics goals and provide appropriate communication to management regarding status and needs
Act as role model for expected team behavior in all areas including attendance, professionalism, time management, following process and protocols, etc.
Work closely with management and support trainer to identify and address knowledge and skills development
Continue to develop product specific knowledge and skill in ERP and accounting focus areas
Obtain and maintain ERP and other technical certifications as specified by Support Management
Complete PS3 Core Competencies
Develop and deliver internal and external product training as needed
Provide continual feedback to management team to drive improvement in all areas
Mentor new employees
Other duties as assigned
Experience and Skills:
General Qualifications:

3+ years in a support environment supporting software or a SaaS product
Minimum 1 year experience in Avalara Support preferred
Deep understanding of Avalaras support processes, including case workflow, escalations, metrics
Deep technical expertise in one or more supported ERP products
Proven ability to communicate effectively, both orally and in writing, with individuals of varying technical skills and abilities
Highly organized, ability to prioritize tasks and work with minimal direction
Ability to create and encourage a positive atmosphere
Ability to work well with others in an interactive team environment
Completion of PS1 and PS2 Core Competencies
Proven troubleshooting skills
Microsoft Dynamics AX Qualifications: